Locking an ACD phone

[shmish111]

Does anyone know how I can lock the SCR key of an ACD set that's not logged in so that agents can only make calls if they are logged in. I just can't think of a way of doing it.

 

[Johnthephoneguy]

It's a prompt in LD 23 that forces them to log in to make outbound calls. Their DN will still ring if they recieve one though. I'm not at work yet and don't remember the specific prompt it is, but it's in 23.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Dougo123]

RDNA YES

 

[shmish111]

Thanks for your reply John,

Looking at a guide, I've noticed there are a few different ways to "log in" to ACD sets. I am using agent id's with symposium.

Also, does anyone know if there is a way to force the sets to log off at a certain time of the day, but only if the agent is idle? We have problems with our night service message not comming straight away but phones ringing first because haven't logged off.

People can't recieve incoming calls to there extension number without logging in. They can recieve calls to there set number but no one knows these and they are only for internal use. If I could stop them making outgoing calls, people would have to log on if they wanted to do anything. It is important they log on for talktime reporting etc.

Any help would be greatly appreciated and there must be other people who want to know how to do this?

 

[johnpoole]

for the second part of that question, just use a time of day/day of week line on your symposium.. calls coming in past 17:00 can be routed to the correct ran. the best acd groups do not have a scr key.. that causes problems for agents that love personal calls.. symposium reports can show which agents do not log out.. i perfer headsets and homl yes.. agent unplugs, auto logout

john poole
bellsouth business
columbia,sc

 

[shmish111]

John Poole,

When you say they don't have an SCR key, how do they make outgoing calls?

It is not hard for agents to log out, just press MSB key twice but people just don't care. The ideal solutions would be to have managers that make them do it but you don't want to know how unwilling the managers are to do things like this! It's a performance based sales department and all they care about is getting their bonus!

Thanks for your help.

 

[shmish111]

RDNA is perfect except I really need to be able to call emergency numbers when not logged in. Any ideas as I can't do it at the moment.

Thanks again.

 

[johnpoole]

your right, hard to program around bad management, even with reports.. one group i set up did not have scr keys. if the agent needed to make or rec a personal call, they had to go into the supervisor's office..

agents cried, but they were on the phone bank.. some of then needed to call a 1800 two or 3 times a shift. i added a hot dial..

john poole
bellsouth business
columbia,sc

 

[shmish111]

Also, where do you guys get this information from? I can't find anything about RDNA in any of the (limited) documentation I have got (which includes the nortel ACD description document).

 

[Dougo123]

the prompt descriptions are in the input/output guide of the NTP's

 

[johnpoole]

your acd book may be an older vintager\.. check the last pages of any nortel manual.. some of them have the glossery with all prompts and the ld they show up in.. i don't have merls here at home

john poole
bellsouth business
columbia,sc